With experience working as a customer service supervisor for an airline, Terri Neitman wanted a career with more scheduling flexibility and decided to sell real estate. “This is something I’ve considered doing throughout my adulthood. I finally got into and love it,” she said during this edited interview.

What do you enjoy about selling real estate?

Coming from a customer service background, I really enjoy working with people, helping them and guiding them and being there for any challenges they may have. Just meeting new people is enjoyable. Along the same line, I enjoy meeting all the various people who are vendors, mortgage lenders and inspectors. You meet a wide range of people.

How do you consider yourself to be different than other real estate agents?

I work at listening and getting to understand what the client wants out of a transaction. I ensure that they don’t have to look at 50 different houses because I’m keyed in on what they are looking for. I let them know that they are hiring me and that my role is to guide them and that they are in charge of the process. I am also there for them and with my customer service background and providing good service.

What role should a real estate agent play for a client?

They need to be the advocate and guide for the client. We also need to negotiate for them and let them know when they may have drifted from what they said they want. We are their guide.

What qualities make for a good real estate agent?

Listening well is absolutely key ads being honest as well as giving them the correct advice. We have to stay knowledgeable of what the job entails and steer them from pitfalls. If they ask a question that isn’t for me to answer, but better for a lender, then I have the answer ready for the next time I see them or put them in touch with someone who can answer.

How you keep yourself current with the various aspects of the industry?

Lots of reading and I learn a lot from lenders, inspectors and other industry professionals who I can reach out to with specific questions. My broker is also available for me 24/7. There are also continuing education classes we take. I also review files from former transactions to learn and revisit what happened during previous transactions.

How have you grown as an agent since you began?

I’m definitely more confident and I feel like I’ve developed a strong knowledge of what I can provide to clients. It is much easier when clients listen to what I have to say. All that knowledge stays with you and carries over from transaction to transaction.

What have you learned from your clients?

Many things. I have a special bond with my clients. This is a very intimate and important step in their lives and for them to trust me with that is huge. I’ve learned to discover what they want in a home and to find out what their family situation is and all that helps me guide them to reaching their goal.

What is the biggest challenge facing clients today?

Today’s market is a bit crazy. The biggest challenge seems to be getting them in to see the house they want to view. I don’t know how many times it’s happened that we set up an appointment and then the other agent calls to cancel the appointment because the seller has accepted another offer, which I heartbreaking. That’s how it was this summer.

What is your favorite part of the process when working with clients?

I love to take them to look at houses and once I know what they are looking for, homing in on that and narrowing the search. Pinning down a buyer and then pinning down the closing and everyone is happy.

Have you had any mentors?

My broker at RE/MAX, Darlene Kojis, who has been there for me 24/7 and if I have something going on and I believe it can’t wait until the morning, she is there to guide me. What’s really great is that when I do go to her to ask questions, she affirms my plans and I’ve learned from her to control these situation. Its support for and affirmation for what she’s taught me and what I’ve learned from her.

How do you relax in your down time?

I don’t have too much down time as I have two children and I take them to all their activities, which I love. I also love to workout doing CrossFit. Mostly I like to spend time with my husband and family and to get outdoors as much as we can.

What professional/charitable organizations are you involved with?

I participate with the RE/MAX program for the Children’s Miracle Network. I am so blessed to have healthy children and I really love what the Network stands for.

Members of the editorial and news staff of the USA Today Network were not involved in the creation of this content.